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" When you really listen to another person from their point of view, and reflect back to them that understanding, it's like giving them emotional oxygen. "

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" Seek first to understand, then to be understood. "

" People and organizations don't grow much without delegation and completed staff work because they are confined to the capacities of the boss and reflect both personal strengths and weaknesses. "

" When you show deep empathy toward others, their defensive energy goes down, and positive energy replaces it. That's when you can get more creative in solving problems. "

" Leadership is a choice, not a position. "

" The solutions to our problems are and always will be based upon universal, timeless, self-evident principles common to every enduring, prospering society throughout history. "

" What air is to the body, to feel understood is to the heart. "

" Mind over mattress. "

" Strength lies in differences, not in similarities. "

" A cardinal principle of Total Quality escapes too many managers: you cannot continuously improve interdependent systems and processes until you progressively perfect interdependent, interpersonal relationships. "

" Light is the greatest disinfectant in nature and also in organizations. "

" There is a heavy emphasis in Mormonism on initiative, on responsibility, on a work ethic, and on education. If you take those elements together with a free-enterprise system, you've got the chemistry for a lot of industry. "

" A mission statement is not something you write overnight... But fundamentally, your mission statement becomes your constitution, the solid expression of your vision and values. It becomes the criterion by which you measure everything else in your life. "

" If there's one thing that's certain in business, it's uncertainty. "

" In the last analysis, what we are communicates far more eloquently than anything we say or do. "

" There are three constants in life... change, choice and principles. "

" A little over 5% of the world's population produces almost 29% of the world's goods and services. "

" In this knowledge-worker age, it's now increasingly tied to doing well in school so you can get into better grad schools so you can get better jobs - so the pressure to do well is really high. "

" Stop setting goals. Goals are pure fantasy unless you have a specific plan to achieve them. "

" Effective leadership is putting first things first. Effective management is discipline, carrying it out. "

" Most people are basically a victim of the circumstances of their life. They have things like 9/11, they have terrorism threats, they have new war threats, they have economy problems, and they think, 'What can I do? I'm basically a victim.' "

" Moral authority comes from following universal and timeless principles like honesty, integrity, treating people with respect. "

" It's amazing how confused and distracted and misdirected so many people are. "

" My parents were just constantly affirming me in everything that I did. Late at night, I'd wake up and hear my mother talking over my bed, saying, 'You're going to do great on this test. You can do anything you want.' "

" Your most important work is always ahead of you, never behind you. "

" If you want small changes in your life, work on your attitude. But if you want big and primary changes, work on your paradigm. "

" When the external factors over which one has no control in a way start to become negative, it starts to affect our creative juices. "

" Begin with the end in mind. "

" Remember, we are not human beings having a spiritual experience. We are spiritual beings having a human experience. "

" The deepest desire of the human spirit is to be acknowledged. "

" Management is efficiency in climbing the ladder of success; leadership determines whether the ladder is leaning against the right wall. "